Return, Exchange & Refund Policy (Summary Page)

This page provides a quick overview of our strict operational guidelines. Full technical details are available in the dedicated policy sections below.

  • Strict No-Return Post-Shipping: Dispatched orders are non-refundable for personal or subjective reasons.
  • The Film Rule: Removing the protective plastic film constitutes absolute acceptance. No returns or refunds allowed after film removal.
  • 2-Year Warranty Support: Any functional defects discovered after unpacking are strictly covered under our 2-Year Limited Warranty repair program.
  • Support Email: [email protected]

1. Quick Summary

  • Cancellations: Only permitted before you approve the pre-shipping Quality Control (QC) materials and before the package is dispatched.
  • Returns & Exchanges: We do not accept returns, exchanges, or refunds for subjective personal reasons (e.g., personal dislike, sizing mismatch, style changes).
  • Urgent Arrival Claims (DOA / Empty Box): Must be reported within 48 hours of delivery and must be accompanied by a mandatory, continuous, uncut unboxing video.
  • Approved Refunds: Executed within 24 hours of approval back to the original payment method (takes 3–15 business days to post depending on your bank).

2. Returns & Exchanges Overview

Our shipping process is built on absolute transparency. Therefore, post-shipping returns and exchanges are heavily restricted:

  • Pre-Shipping QC Guarantee: Every timepiece undergoes a rigorous quality check. High-resolution photos and videos are provided for your explicit approval before dispatch. Because you see and approve the exact watch beforehand, we do not accept returns based on personal expectations.
  • The Protective Film Barrier: Tearing off or altering the protective plastic film completely voids any out-of-box claim eligibility. Once the film is removed, the watch immediately transitions exclusively to our 2-Year Limited Warranty repair workflow.

3. Refund & Reshipment Overview

Refunds or brand-new reshipments are strictly limited to objective logistics failures or verified delivery anomalies:

  • Logistics Failures: A full refund or reshipment is granted if the courier officially declares the package lost, or if the package is permanently seized by customs in transit.
  • Verified DOA: If the internal movement fails to function upon arrival, a replacement or refund will be processed only if reported within 48 hours with an uncut unboxing video.

4. Financial Responsibility Summary

ScenarioHandling OutcomeShipping Cost Responsibility
Logistics Total Loss / Customs SeizureFull Refund or Reshipment (Customer Choice)Covered by Us
Verified DOA / Incorrect Model (Fully Filmed)Free Replacement Reshipment or Technical RepairCovered by Us
Customer Preference (Dislike, Size, Style Change)Request Rejected (Not Eligible)N/A
Issues Occurring After Protective Film RemovalStrictly Routed to 2-Year Warranty RepairCustomer covers inbound transit; parts/labor covered by Us if non-human

5. Mandatory Evidence Checklist for Claims

To initiate an after-sales claim for a DOA or delivery issue, you must email [email protected] within 48 hours of delivery with the following exact materials:

  1. Uncut Unboxing Video (Mandatory): A continuous, unedited video starting from the completely sealed outer parcel (showing the shipping label clearly) through to the physical opening and initial functional inspection. Any edits or cuts void the claim.
  2. Clear Photos: Close-ups of the specific functional issue + a full view of the watch showing all protective films are still 100% intact.
  3. Logistics Proof: Screenshots of tracking anomalies or official carrier notices (if claiming customs issues).

6. Contact & Support Hours

  • Email: [email protected]
  • Support Hours: UTC+8, Monday–Friday.
  • Note: Providing your order number and the mandatory uncut unboxing video in your first email will ensure a definitive resolution within 24–72 hours.
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